Unit of competency Outline

Date retreived
22/07/2026 9:07 PM AWST

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Monitor and evaluate customer service

Monitor and evaluate customer service

Unit of competency
National Code
SISXCCS005
State Code
OEN62
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
13/12/2022
View on TGA
State Implementation and Classification
Approved Date
14/08/2023
Field of Education
092101 - Sport And Recreation Activities
Original Release Date
14/08/2023
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to monitor customer service and evaluate the quality of service provision. It requires the ability to report on service provision and make recommendations for change to service standards, policies and procedures.This unit applies to any type of sport, fitness, aquatic or recreation organisation including commercial, not-for-profit, community and government organisations. It applies tosenior personnel, including supervisors and managers, who operate independently or with limited guidance from others.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Support implementation of client service standards and systems.
  • 1.1. Monitor implementation of organisational client service standards and systems by staff members.
  • 1.2. Observe service delivery, identify successes and gaps in staff standard of service and provide constructive feedback.
  • 1.3. Take immediate corrective action where necessary to improve client service delivery.
  • 1.4. Identify and diagnose problems with service delivery.
  • 1.5. Identify required training for staff members to achieve required service standards.
2. Evaluate and report client feedback.
  • 2.1. Seek formal feedback from clients and staff according to organisational requirements.
  • 2.2. Collate feedback and identify client service issues and satisfaction trends.
  • 2.3. Report conclusions and recommendations to address service issues.
  • 2.4. Provide recommendations on refinement and future development of client service standards, policies and procedures.
No information
No information
Replaces
State Code National Code Title Type
AVD21 SISXCCS002 Coordinate client service activities Unit of competency